Job Description

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Application Support Lead will be responsible on overseeing and managing the application support team to ensure effective delivery of IT services in accordance with ITIL service management definitions. Manage Incidents, prioritize appropriately, and ensure that critical and non-critical issue are addressed in a timely manner within SLA, involves providing technical expertise, coordinating incident and problem management, implementing service improvements, and maintaining strong relationship with internal stakeholders.

Responsibilities:

• Providing technical and product support to the team and end-users of applications
• Ensuring that all applications in their scope are functioning correctly and efficiently.
• Coordinating with the development team to resolve any outstanding issues.
• Develop and maintain service level agreements (SLAs), operational level agreements (OLAs), and performance metrics to measure and report on service performance.
• Managing the application support team and providing training and guidance as needed.
• Developing and implementing best practices for application support processes (ITIL)
• Managing and prioritizing multiple tasks and projects under tight deadlines.
• Participating in the design and implementation of new applications or improvements to existing ones.
• Ensuring that all applications meet quality and security standards.
• Updating and maintaining documentation for applications and their support processes.
• Participating in on-call schedules for application support

• Lead a team of application Support or Operations including internal staff, contractors / vendors.
• Work in collaboration with managed service partner, In-country IT support, Application Service Level Managers & Business to deliver application production support & services effective and efficiently.
• Enforce ITIL Practices, ensure team following the standard processes.
• Capability to handle business complaints/ queries, coordinate and work well with the team to manage effectively

• Ability to lead the team to maintain/ stabilize the supported applications.
• Strategic thinking in resolving escalations/ challenges encountered by internal team and vendors

• Ensure managed service partner abide the correct process (access, deployment, testing)
• Weekly/ Monthly review to ensure team works towards the expected KPI on resolving issues or requests
• Conduct regular assessments and audits of application support processes, identifying areas of improvement and implementing appropriate measures.

• Bachelor\'s degree in computer science, Information Technology, Computer / Software Engineering or relevant courses
• At min 7 years of experience as Team Lead in in leading an application support team in an ITIL-based environment
• ITIL Foundation certification or higher
• Understand and practice SDLC and/or Agile software development
• Deep understanding of application support methodologies, tools, and best practices.
• Excellent communication and interpersonal skills, and able to work well with cross-organizational teams
• Excellent in analytical thinking, problem solving skills, with an ability to handle complex issues effectively
• Highly motivated, results-driven, able to multi-task, willingness to learn and think out of the box
• Well-versed with any ticketing system and monitoring system (App Dynamics)
• High capability to handle business / customer complaints and queries effectively
• Excellent knowledge in handling business applications technicality and functionality
• Flexible and committed, when the urgency is required to work beyond office hours/ different time zones, and the ability to work under pressure
• Act as incident manager and communicate outages on major incidents to respective stake holders and management
• Advance in technical troubleshooting and in multi-application integration
• Good and advance in technical background on Java, .Net and any other software
• Good and advanced knowledge and skill in database such as MSSQL, MySQL, Oracle, etc
• Good knowledge in API, webservices and other integrations technologies
• Good knowledge in application architecture landscape
• Good knowledge in cloud technologies / solution
• Advanced and depth knowledge in SQL Query / PLSQL
• Understand either practice or adopting Agile methodology
• Monitor/ Review Incidents, Problems, Service Requests & Change Requests
• Major incident management (P1/ P2) on in-country applications
• Enforce ITIL processes
• Provide timely reports and updates to in-country stakeholders
• Identify and address gap in apps support
• Bridge between apps support and in-countr
• Continuously seek for apps improvement plan to ensure apps stability

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